The "Shift Left" approach in service management involves moving the resolution of incidents and service requests as close to the end-user as possible. This means shifting work from higher-level support teams (e.g., Level 2 or 3) to front-line support (Level 1/Service Desk) or directly to users through self-service portals and knowledge bases. The primary benefit of this is a significant increase in efficiency. By addressing issues at the earliest possible point, organizations can reduce resolution times, lower the cost per incident, improve customer satisfaction, and allow specialist resources to concentrate on more complex, value-adding activities rather than routine tasks.

A. Shift Left often increases the reliance on automation, such as self-service tools and automated knowledge delivery, to empower users and front-line staff.

B. This approach frees up specialist teams from routine reactive tasks, enabling them to focus more on proactive problem management and service improvement.

D. Shift Left is inherently a decentralized model, moving resolution capabilities away from a central, high-level team and closer to the customer.

1. VeriSM™: A service management approach for the digital age. (2018). Van Haren Publishing. ISBN: 9789401802794. The concept is explained as a modern practice for improving efficiency: "Shift left is the concept of moving work to the most optimal, and least expensive, resource. For example, moving the resolution of incidents from a second-line support team to the service desk... The benefits of shift left include faster resolution, reduced cost and improved customer satisfaction." (Chapter 4.4, Evolving ITSM practices).